No tracking update for two weeks. Buyer opened INR case. What do I do?

[a1choice]

I purchased a postage label on eBay and sent the package on time. The buyer has opened an 'item no received' case. I've just checked the tracking which shows the item was posted but there has been no tracking update for two weeks. I can only assume it's been lost in the post.

What do I do now? Do I need to refund the buyer?

I'd appreciate some advice. Many thanks

[chel_35]

Did you send it by Royal Mail?  They have been delivering a lot of things late lately.  Also, on their tracking it only goes as far as when you dropped the parcel off, if you try to track it it comes up that they will update tracking when its delivered which is not much use.  Also, with RM if you put a claim in for lost parcel they do ask you to wait a while to see if it shows up.  

[a1choice]

Thanks for the reply. It was via Yodel. 

[4_bathrooms]

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@a1choice wrote:

I purchased a postage label on eBay and sent the package on time. The buyer has opened an 'item no received' case. I've just checked the tracking which shows the item was posted but there has been no tracking update for two weeks. I can only assume it's been lost in the post.

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Well, the good news is eBay UK made an announcement on the 5th November regarding "New seller protections for “Item Not Received” claims outside of your control". According to that announcement as long as you purchased the label via eBay and shipped the item within your stated handling time eBay will reimburse you for the item price if you refund the buyer through the INR case but the tracking subsequently indicates the item was delivered at a later date.

If the item isn't subsequently delivered you'll need to file a claim for loss through Packlink - they are the parcel broker you purchase from when you buy a courier label via eBay.

[style_wise]

All you need to do is re-enter the tracking number into the INR case. eBay will handle it for you.

[a1choice]

Thanks, very helpful. So do I refund the buyer now and then contact ebay to claim back or or wait until the case is escalated to ebay?

[style_wise]

After you have re-entered the tracking, follow eBay's instructions and deadlines within the Claim. Refund before escalation date to protect your account. Then make sure eBay follow their new policy as stated:

If you ship on time using a tracked shipping service purchased through eBay labels, you’re covered. If tracking shows the item was delivered after you’ve already issued a refund to the buyer, you’ll be reimbursed for the item cost. We’ll also remove any negative or neutral feedback tied to the delay.

[4_bathrooms]

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@a1choice wrote:

Thanks, very helpful. So do I refund the buyer now and then contact ebay to claim back or or wait until the case is escalated to ebay?

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Once a buyer opens an INR case the seller has 3 days to either upload tracking that shows delivery or refund the buyer. If the tracking doesn't indicate delivery and you don't refund before the end of the third day the buyer can escalate the case and eBay will refund the buyer at your expense - you lose the above protection if that happens and will receive a defect against your account. You must voluntarily refund the buyer before this happens.

Note that eBay will only reimburse the item value if the tracking subsequently shows a status of delivered after you have voluntarily refunded. The above announcement does not give any time limits nor state how the reimbursement is made - I imagine it is automatic provided you have uploaded tracking to the case. eBay might have done this automatically but you still need to check and upload the tracking manually to the case if they haven't. Packlink provides 30 days from the date of collection or drop-off to file a claim for loss - I have no idea what happens if you file a claim with Packlink, they pay out and the item is subsequently delivered but you obviously wouldn't be double-compensated by Packlink and eBay.

[a1choice]

Thank you all, much appreciated!